Senior Business System Support Analyst

Mimecast India Private Limited; Bengaluru; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Mimecast India Private Limited is seeking a Senior Business Systems Support Analyst to support critical applications such as Salesforce, NetSuite, and Boomi across Sales, Finance, and Go-to-Market teams.

You will triage and resolve user issues, manage support tickets, and collaborate with cross-functional teams to ensure data integrity, process alignment, and operational efficiency across multiple enterprise systems.

Qualifications

• 5+ years of experience in business systems support or IT application support.
• Hands-on experience supporting Salesforce in a production environment.
• Experience with ticketing tools such as Zendesk, ServiceNow, Jira, or similar platforms.
• Strong understanding of incident management, SLA-based support, prioritization and escalation handling.

Responsibilities

• Provide functional support for Salesforce and related business systems across Sales, Finance, Customer Experience, Partner Operations, and Go-to-Market teams.
• Triage, investigate, and resolve application support tickets within agreed SLA timelines.
• Support users with how-to queries, troubleshooting, access issues, reporting requests, and process guidance.
• Investigate issues related to Salesforce objects, fields, reports, dashboards, workflows, permissions, and data visibility.
• Support NetSuite-related user requests, including access, approvals, finance workflows, and business process queries.
• Perform initial analysis of Boomi/integration-related issues and coordinate with technical teams for resolution.
• Collaborate with Salesforce admins, NetSuite teams, integration teams, QA, business stakeholders, and technical teams to resolve complex or recurring issues.
• Maintain SOPs, FAQs, resolution notes, knowledge articles, and support documentation.

Skills

Communication skills

Incident management

Problem solving

Multitasking

Documentation

Tools

Salesforce

NetSuite

Boomi

CPQ

Partner Portal

ERP systems

Workday

Zendesk

ServiceNow

Jira

Job description

Senior Business Systems Support Analyst – Bangalore

We are looking for a Senior Business Systems Support Analyst to support business‑critical applications across Salesforce, NetSuite and related enterprise systems. This role is ideal for someone with strong application support experience, good Salesforce functional knowledge, and the ability to troubleshoot user issues, manage support tickets, work with cross‑functional teams, and support business operations across multiple systems.

What You Will Work On

• Salesforce Support: user queries, access requests, reports, dashboards, data visibility issues, validation errors, workflows, approvals, and process‑related support.
• NetSuite Support: finance‑related user requests, role/access issues, approval workflows, transaction‑related queries, invoice or order‑related support, and coordination with finance users.
• Boomi / Integration Support: initial investigation of integration‑related issues, failed syncs, data flow concerns, error identification, and coordination with integration or technical teams.
• Partner Portal Support: partner user access, login issues, role‑based visibility, request routing, and support for partner‑facing business processes.
• CPQ / Quote‑to‑Cash Support: support for quote, opportunity, order, approval, billing, and downstream process‑related issues.
• Reporting & Dashboards: support users with reports, dashboards, KPIs, saved views, and operational reporting requirements.
• Ticket & Incident Management: triage, prioritization, SLA‑based resolution, escalation handling, documentation, and user communication.
• Process Improvement: identify recurring issues, support gaps, and opportunities to improve user experience and operational efficiency.

Key Responsibilities

• Provide functional support for Salesforce and related business systems used across Sales, Finance, Customer Experience, Partner Operations, and Go‑to‑Market teams.
• Triage, investigate, and resolve application support tickets within agreed SLA timelines.
• Support users with how‑to queries, troubleshooting, access issues, reporting requests, and process guidance.
• Investigate issues related to Salesforce objects, fields, reports, dashboards, workflows, validation rules, permissions, approval flows, and data visibility.
• Support NetSuite‑related user requests, including access, approvals, finance workflows, and business process queries.
• Perform initial analysis of Boomi/integration‑related issues and coordinate with technical teams for resolution.
• Support Partner Portal‑related access, visibility, and user support requests.
• Collaborate with Salesforce admins, NetSuite teams, integration teams, QA, business stakeholders, and technical teams to resolve complex or recurring issues.
• Maintain SOPs, FAQs, resolution notes, knowledge articles, and support documentation.
• Support system enhancements, feature rollouts, process changes, testing activities, and business adoption.
• Identify support trends, recurring issues, and process gaps, and recommend improvements.

Required Skills & Experience

• 5+ years of experience in business systems support, application support, Salesforce support, or IT support operations.
• Hands‑on experience supporting Salesforce in a production environment.
• Good understanding of Salesforce objects, fields, reports, dashboards, workflows, validation rules, permissions, and security model.
• Experience working with ticketing tools such as Zendesk, ServiceNow, Jira, or similar platforms.
• Strong understanding of incident management, SLA‑based support, prioritization, and escalation handling.
• Ability to troubleshoot user issues, identify root causes, and provide clear resolutions.
• Strong communication skills and the ability to work effectively with business users and technical teams.
• Ability to manage multiple priorities in a fast‑paced support environment.
• Strong analytical and problem‑solving skills with attention to detail.
• Exposure to NetSuite, Boomi, CPQ, Partner Portal, ERP systems, or quote‑to‑cash processes.
• Familiarity with Workday or other HR/People systems from a functional support or integration perspective.
• Salesforce Administrator certification or similar Salesforce certification.
• Experience supporting teams across Sales, Finance, Customer Success, Partner Operations, Support, or Go‑to‑Market functions.
• Understanding of integrations from a functional support perspective.
• Experience creating SOPs, support documentation, knowledge articles, and user training material.
• Experience supporting UAT, system enhancements, and process improvement initiatives.

Ideal Candidate

The ideal candidate should be a strong business systems support partner who can support users across multiple enterprise applications, not just resolve tickets. This role requires someone who can understand business impact, communicate clearly with users, troubleshoot issues effectively, coordinate with technical teams, and contribute to continuous improvement across support operations.

Equal Opportunity

Mimecast is a proud Equal Opportunity and affirmative action employer. We welcome applicants from traditionally underrepresented groups and strive to build an inclusive, diverse community. Your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic will not affect your application. Successful employment is subject to applicable background checks conducted in accordance with local law. It is unlawful in Massachusetts to require a lie detector test as a condition of employment or continued employment.